Senior Help Desk Technician

Location:

Jacksonville, FL 10751 Deerwood Park Blvd, Suite 200, Jacksonville, FL 32256, USA

The Senior Help Desk Technician provides comprehensive technical support to end users across the organization, ensuring smooth IT operations. The role also includes participation in security remediation, vulnerability management, and compliance tasks to maintain a secure IT environment. This position requires a focus on incident resolution, supporting critical tasks, and providing seamless communication for technical issues.

• Technical Support & Incident Resolution:
  Provide comprehensive technical support across a range of hardware, software, and network issues. Take ownership of service requests and technical problems, ensuring prompt and effective resolution to minimize disruption to business operations. Address and escalate issues as necessary to ensure timely solutions.
• Regional and Expansion Site IT Support:
  Assist in providing reliable IT support to regional offices, remote users, and future expansion sites.
• Security & Compliance Support:
  Lead and assist in security remediation efforts, vulnerability management, and compliance tasks. Participate in IT audits and help ensure adherence to cybersecurity protocols and regulatory requirements.
• Customer & Executive Support:
  Serve as a direct point of contact for technical support, including high-priority issues and executive-level needs. Deliver responsive, courteous, and professional service to all users, ensuring escalations are handled with urgency and a high standard of care.
• System Server and Application Support:
  Provide ongoing support for servers and applications used by the help desk team. Ensure optimal functioning of these systems and troubleshoot issues that may arise.
• Telecom and Communication Systems Support:
  Provide advanced support for business communication systems, including phone services, mobile apps, and call flow configurations.
• Periodic On-Call Support:
  Provide on-call support during evenings and weekends as necessary to ensure business continuity.
• Project Support:
  Participate in IT-related projects, such as hardware/software upgrades, system migrations, and network optimizations.
• IT System Optimization:
  Support the maintenance, optimization, and upgrades of IT systems and infrastructure, contributing to system migrations, software updates, and security enhancements.
• Scripting and Automation:
  Utilize scripting tools to automate tasks, deploy software packages, updates, and patches, and improve operational efficiency.
• Documentation & Communication:
  Maintain clear and accurate records of technical issues, resolutions, and service requests. Document procedures, configurations, and recurring issues to support consistency and knowledge sharing. Communicate effectively with both technical teams and executive users regarding progress, updates, and resolutions.
• Collaboration and Escalation:
  Work closely with other IT team members and departments to resolve issues and escalate problems as needed. Liaise with third-party support and vendors for equipment or software issues that require external assistance.
• Proactive Monitoring:
  Assist in monitoring system performance and proactively identify and address potential IT issues before they affect end-users or business operations.
• Performance Metrics:
  Maintain and meet key performance indicators (KPIs) such as ticket resolution time, customer satisfaction, and system uptime.

Text above describes the general nature and level of work performed by people assigned to the job. It is not intended to be an exhaustive list of all duties and responsibilities that may be required.

• Proficiency with remote management and deployment tools for scripting, software packaging, enterprise-wide application delivery, and vulnerability remediation.
• Experience with image deployment administration for new computer provisioning.
• Proven experience in security remediation, vulnerability management (e.g., Rapid7), and ensuring compliance with IT security standards and regulations.
• Strong troubleshooting and problem resolution skills across various IT systems and platforms.
• New User Setups and Terminations.
• Remote and Onsite Support.
• Excellent communication skills with a focus on providing exceptional customer service.
• Experience with Windows-based environments, Active Directory, and Office 365.
• Ability to prioritize and manage multiple tasks and projects effectively.
• Familiarity with patch management, endpoint protection, and security remediation tools.
• Knowledge of telecom systems, including phone services and mobile applications.
• Service Desk ticket management, reporting, and SLAs (e.g., Manage Engine Service Desk Plus).
• MFA Administration (e.g., Duo).
• Mass user software deployment/upgrades and associated scripting (e.g., Ninja One).
• Purchasing Processes (Quotes, POs, Orders).
• VPN Administration and Support (e.g., Forti Client).

Equal Opportunity Employer
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